Our approach
Our collection approach.
Firm on recovery.
Fair in our approach.
Businesses deserve to be paid. People contacted about an account deserve clear information and fair treatment.
Professional. Accountable. Respectful.
A structured approach.
Focused on getting you paid.
Getting a response is often the first step towards recovering payment. We start professionally, establish why the account remains unpaid and make clear that it needs to be resolved.
From there, we follow a structured five-stage process, with firmer demands where needed.
Initial outreach
Establish contact, make the outstanding obligation clear and identify what is preventing payment.
Follow-up & engagement
Follow up, address questions and discuss how the account can be resolved.
Formal demand
A firmer request for payment, with a clear opportunity to respond.
Final demand
A final opportunity to engage before the account is reviewed for further action.
Outcome & next steps
Review the outcome and recommend the next step for your account.
- Legal referral
- Pause & re-engage
Where appropriate, with legal action subject to your instructions.
Payment or a suitable resolution can be reached at any stage.
Firm follow-up. A reason to respond.
An aggressive demand can be ignored just as easily as a polite reminder. Our approach combines clear payment expectations with an opportunity to resolve the account, backed by consistent follow-up and progressively firmer demands.
The process responds to the circumstances of each account.
What you can expect from us
Professional communication
Clear explanations and respectful conversations. No harassment, intimidation or misleading statements.
Fair consideration of disputes
Ask for information or explain a concern. Collection activity pauses while a disputed debt is investigated and the outcome communicated.
Understanding your circumstances
If paying is difficult, tell us. We can discuss your circumstances and the options that may be available.
Care with your information
We confirm who we are speaking with and handle personal and account information appropriately.
Working towards a resolution
Respectful communication works both ways.
We will treat you professionally, and ask for the same courtesy in return. You can disagree, ask questions or complain without using abusive or threatening language.
Raising a dispute, seeking advice or explaining financial difficulty does not affect your right to fair treatment.
Keep the conversation open
Respond when reasonably able. Tell us if you need information, have already paid or dispute the account.
Help us understand the account
Provide accurate information and share relevant records you have available.
Address amounts properly payable
Arrange payment or discuss an affordable way forward for debts you are responsible for paying.
Tell us when things change
Let us know if your contact details change or you cannot meet an agreed payment arrangement.
How we handle abusive or threatening conversations
We may end an abusive or threatening interaction and explain an appropriate way to continue communicating. Your dispute, complaint or request for assistance will still be considered.
Compliance & accountability
Standards backed by oversight.
Our Australian collection practices are guided by applicable laws and the joint ACCC/ASIC Debt Collection Guideline.
- Dedicated governance and compliance oversight
- Staff training and review of collection practices
- Supporting information and clear client instructions
We’re here to help
Questions about an account?
Discuss your notice, request information or tell us about your circumstances.
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